FAQs
General FAQs
Where can I find details of my nearest store?
65 Northumberland Avenue, Hull, United Kingdom, HU2 0JB
How can I find out when a product will be back in stock?
If you’re keen to buy a product that’s out of stock on our site, click the ‘Notify Me When Back In Stock’ button on the product page and follow the steps.
You can also use our Store Finder page to discover Cooks Depot stores and stockists close to you.
How do I access my account and order history?
Simply log in to your account. Or get in touch via our Contact Us page if you need a little more help.
Can I reserve out of stock items?
No, unfortunately not. But by clicking on the ‘Notify Me When Back In Stock’ button on the item’s product page you’ll receive a notification when it’s available again.
Can I opt out of receiving Cooks Depot newsletters?
Yes, you can opt out any time by clicking the ‘Unsubscribe’ link at the bottom of the email newsletter.
What are my rights under the Consumer Contracts Regulation (Distance Selling)?
For full details, please take a look at our Terms & Conditions page.
I’ve forgotten my password. How do I reset it?
Go to log in, then click ‘Forgotten password’ and follow the steps. You’ll receive an email with a link to reset your password. Can’t find the email? Please check your spam or junk folder. If you’re still having issues, get in touch via our Contact Us page.
I’ve got another question. How do I find an answer?
Send a message using our Contact Us page and we’ll be happy to help.
Orders & Payments
What payment methods can I use?
Around the world, we accept Visa, Mastercard, PayPal and American Express. Options can vary depending on which country you’re in, so always take a look at the footer on our website.
If I place an order when will I be charged?
You'll be charged when placing your order.
How do I apply a discount promo code?
At the checkout. Just go to your basket and, before you complete your purchase, enter your promo code in the dedicated box. Then click to apply it. Remember – discounts can’t be applied after checkout.
Can I place my order over the phone?
No, unfortunately not. If you’re having trouble placing an order online please get in touch with our Customer Services team here.
Can I make changes to my order, or cancel my order?
You can only make changes to your order up until you confirm your order at checkout.
Already completed your purchase, but want to cancel your order? Please get in touch with our Customer Services team here.
It is your responsibility to make sure you have read and understood the Cooks Depot conditions of sale before you make a purchase. These are available on our Terms & Conditions page.
Can I place an order online then collect it from a Cooks Depot store?
No, right now we don’t offer a click and collect service.
What does your order status mean?
| Order Status | Description |
|---|---|
| Not Paid | Your order has not been placed and processed. Please place your order again and continue the checkout journey until your order is confirmed. |
| In Progress | Your order has been placed and processed. |
| Shipped | Your order has been processed successfully and shipped. |
| Canceled | Your order has been canceled. |
| Not Processed | Your order has failed during payment processing. Please place your order again using another payment method or credit card. |
Delivery & Returns
Can I return an order?
Yes. You’ll discover the full details on our Delivery & Returns page. Need more help? Please get in touch via our Contact Us page.
Do you deliver to addresses outside of the UK?
No, sorry. We don’t deliver to addresses outside the UK, or to British Forces Posted Overseas (BFPO). But you can use our store finder or use your local countries website to shop.
If I return a product, when will I receive my refund?
You’ll be refunded no later than 14 days from the day we receive the goods. We’ll refund you via the same payment option you used when you placed your order.